en
uz
Zamonaviy Kommunikatsiyalar
Uzbekistan, 2022
Service Desk
Call Center Web Application Mobile Application
B2C companies, telecom providers, banks, financial organizations, IT-companies, energy companies, retailers, engineering companies etc.
To increase customer loyalty and improve management of the IT department, sales department and contact center.
To achieve the set goals, it was not enough to implement a software product. It was necessary to conduct a full audit of business processes and describe them "As Is", as well as to form a new digital reality "To Be". When developing the new paradigm of digital service approach, we used the best practices of ITIL (Information Technology Infrastructure Library).
TASKS
Tasks to be solved
To optimize customer services costs by systematizing the internal and external servises and by creating a single entry point for all requests.
To create a uniform load distribution between operators and support lines.
To increase customer loyalty by speeding up the processes of completing clients’ tasks and fast services updating.
To create a single data repository and data mart for real-time monitoring of indicators.
To automate and optimize business processes in order to reduce the load on highly paid technical employees.
Benefits
Staff costs are reduced by 25%
  1. Requests consideration speed is improved by 150%
  2. We developed Data Mart which provides the actual data in real time, without data delay. Data Mart and analytics increase business processes managibility and decision-making accuracy which improves employees performance.
  3. We developed and implemented the system of metrics which increases customer loyalty and the rate of repeated services sales.
PROCESS
How we worked

In our work we use the inertial approach, it reduces the risks while implementing the software and allows the client to quickly get the first benefits from using the system.

"Consulting - through our joint work, we not only developed the software, but also made significant changes to the company's organizational structure and business processes, which gave us spectacular results”.

That’s why we chose the project management methodology SCRUM – it allows to deliver useful functions of our software to clients ASAP and efficient.

First of all, we formalized and dialyzed aims and tasks of automation, outlined the problems that must be solved by the system.

It’s very important to define efficiency evaluability metrics starting with the implementation at each iteration of product and project phases.

After that we created a detailed project plan divided into intermediate stages. Thanks to our approach the client could test all the functionality of the system at once, in the process of testing every two weeks we launched the next sprint. During each next sprint, we measured the effectiveness of the automation implementation, based on our own pre-defined metrics.

As a result of our work after completing all the sprints and epics the software product was integrated in the client’s systems. Full commercial operation was started with no problems and bugs, which exceeded all expectations.

Based on our experience and flexible approach, we also introduced some special features to the software which gave significant benefits to our client.

System Modules
What the system consists of
  • Single customer database
  • Knowledge base
  • Data mart
  • Integration
  • Message Constructor
  • Automation of business processes
  • Task manager and calendar
  • Analytics, reporting
  • Monitoring of employees loading
  • Call-center
  • Searching
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Single customer database
Customer’s data card which includes full customer information and history of requests.
Knowledge base
Visualized tree with the information. Module which helps employees/operators to find the answer quickly by the visualized of information structure.
Data mart
Manager’s module with diffrent vizualized metriks: Net Promoter Score (NPS), call-center employees’ KPI, Customer satisfaction score (CSAT), Loyal customer rate (LCR).
Integration
Billing, internal telephony, SMS-provider, web-mail.
Message Constructor
Module for composing text messages for clients and sending them via selected channels (Telegram, SMS), as well as for mass mailing planning.
Automation of business processes
Automation of business processes - this module provides the building and automation of the service and technical departments work as well as the work of the contact center within the company. Automation of processes related to customers’ requests is also performed (information requests, diffrent complaints and suggestions). The main goal of automation is to complete clients tasks ASAP with minimal staff costs. It’s possible because of flexible adjustment of the alotted time to resolve the incident (in total and step by step) and to complete internal business processes tasks to increase the speed and contralability.
Task manager and calendar
Module which automatically signs tasks to responsible employees based on business processes, with manual set tasks option and integrated calendar.
Analytics, reporting
System with a flexible approach to working with data and the option of uploading data in Excel format.
Monitoring of employees loading
The module allows you to evaluate the employees’ performance based on different criteria. Criteria examples: total time of conversation, total time when the employee was ready to talk, time of absence, stats by requests status (new, processed, completed, expired). This module also monitors the employees’ attendance: the system randomly and automatically takes the employees’ face photos through webcam, validates and compares the face on the photo with the database.
Call-center
The module supports all the needed telephony functions: interactive voice response (IVR), predictive calling, record conversations, automated robot calling, smart routing - uniform load on employees (operators). It also supports integration with telegram bot for managers to report about work results of operators in real time.
Searching
The system which allows to search data by diffrent key words and phrases, clients fullnames, incident/request numbers, etc.
Technologies
What we used

We implemented the system using a whole stack of technologies and languages, finding the most optimal solutions for our task.

  • Jenkins
  • Gitlab
  • Docker
  • Asterisk
  • Python
  • Django
  • Vue.js
  • Flutter
  • PostgreSQL
  • MySQL
"Wishes “Zamonaviy Kommunikatsiyalar” LLCyour company new achievements, reliable partners and prosperity! Thanks to the implementation of theyour “Service Desk + Contact Center + Soft Collection'' program, the efficiency of the work of customer services was ensured. Thanks to the digitalization of processes, the level of service for our customers has significantly increased."
JSCMB "Ipoteka-Bank"
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